HRO Today Global Spring 2014 - 33

Market Insight
for organisations to offer better and more satisfying
experiences that foster positive perceptions of the company,
produce meaningful outcomes, and exceed expectations.
Creating seamless employee services at a given " moment of
truth " requires an integrated operating model-one that
coordinates multiple processes and systems. It also calls for
trusted advisors who can act as a single point of contact
for the employee confronting a " moment of truth. " These
advocates, when trained to anticipate expectations and
concerns, can more easily and completely satisfy employees'
and managers' often unspoken requests. They become, in
effect, the face of a highly personalised HR experience.
Things to Take Into Account
Here are three additional considerations for adopting the
employee services model:
1. Start slow. Given the amount of change that may
be required to offer end-to-end employee services,
organisations should initially focus on just a few
" moments of truth. " They should select the moments
that have the strongest potential return and will
materially affect workforce productivity, engagement,
or satisfaction. In all likelihood, an organisation will find
that a number of their employee and manager processes
are candidates for change. In those circumstances, it is
helpful to apply filters to narrow the list. For example,
organizations may want to begin with processes that
employees find least satisfying, involve a high number
of transactions, or need to be completed during the
work day.
2. Define and redesign. Key activities within these
" moments of truth " must be identified and the
processes must be redesigned from both the employee
and manager perspective. Although there may be
a handful of moments-such as moving a personal
residence-that can be handled solely by HR, most
will require coordination with other groups including
finance, procurement, and IT.
Once organisations have designed the new processes,
they need to think about operationalising them. This
step requires asking tough questions: What are the
access channels available to the workforce? What can
we make easily available to our employees through
technology? Where does it make sense to invest in highCreating
seamless employee
services at a given " moment of truth "
requires an integrated operating
model-one that coordinates
multiple processes and systems. It
also calls for trusted advisors who
can act as a single point of contact
for the employee confronting a
" moment of truth. "
touch services? And for those services, what re-training
is required of our contact center representatives and
other HR professionals?
3. Measure success. When it comes to metrics, indicators
such as process accuracy and timeliness will continue
to be important. So will the quality of employee
experiences. Measuring the net promoter score,
employee/manager satisfaction, and productive work
time are all key indicators that should be considered.
One company that made the switch to employee services
reached 100 perc ent user satisfaction ratings. For a
recently completed client pilot, employees who were
on child-care leave returned to work one day earlier
which, for this particular client, resulted in nearly 1,000
additional productive work days. Another company, for
example, was able to return three hours of time each
week to retail store managers. These types of outcomes
have a direct bearing on a company's bottom line.
While traditional HR processes will continue to deliver the
lion's share of services, the value of the employee services
approach will become increasingly clear in the coming
years. While not a blanket solution, for those " moments of
truth " that are pivotal, a consumerism mindset and hightouch
services can fundamentally change employees' and
managers' experiences with the company. Employee services
can set the stage for the next level of maturity for HR shared
services and put the " human " back in human resources.
Jill Goldstein is global lead of talent and HR BPO services
for Accenture.
SPRING 2014 | www.hroglobal.com
[33]
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HRO Today Global Spring 2014

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